how do you get satisfaction from sky customer service????

jax2girl

I have spent the last week getting more and more frustrated with Sky and their extreme lack of customer service - I have made 20 phone calls, had to take an afternoon off work for the engineers visit and my sky plus is now worse than when I started. The engineer gave me a box that has half the recording capacity of the one he removed, it no longer gives me sky in every room, I can't record it and ....... I nearly forgot sky is now PINK.

So far today I have made 4 phone calls, which doesn't seem like a lot but this took about 3 hours (did you see the episode of friends with Phoebe on hold??)

- the engineer who was supposed to call never arrived - skydon't have a telephone department to deal with complaints and apparently the call centre staff have no supervisers!!!

Milko

Firstly, I hope you're not phoning them on their 0870 number as your bill will be MASSSIVVVEEEE (in a dance stylleee) sorry just back from hols & still quite happy.

If you are, then get an alternative number from the https://www.saynoto0870.co.uk site and when you do finally get through (usually after the compulsary 12 minutes), tell them you would like to cancel your subscription as they are failing to provide you with the service you are paying for etc.. etc.. there'll undoubtedly be lots of haggling & wrangling but eventually you'll be put through to someone who can actually make a sensible decision which should involve you getting a "new" box especially once you explain that the current replacement is worse than the previous one. Chances are you may even get a free package upgrade albeit for a month or 2.

BTW best to phone on a Tuesday or Wednesday as apparently their retentions department only work Mon-Thur & they are only issued with so many freebies, meaning no staff are prepared to give them away on the Monday & by Thursday they're all gone.

Let us know how you get on. (It worked for me)

arkonite_babe

Have a look for hints and tips on this thread

Blastu2

Don't even bother wasting your time and money with "Customer Services" I have found the best form of action that gets results within the day from senior managers within SKY. All you do is e-mail James MurDoch himself and watch them spring to life with offers of instant support and address toward whatever concerns you have believe me!

[EMAIL="james.murdoch@bskyb.com"]james.murdoch@bskyb.com[/EMAIL]

hopeful17_2

I emailed James murdoch and got a threating email back so i have took them to trading standards so i wouldnt bother with the above email addy either

yorkie98

jax2girl wrote: »

I have spent the last week getting more and more frustrated with Sky and their extreme lack of customer service - I have made 20 phone calls, had to take an afternoon off work for the engineers visit and my sky plus is now worse than when I started. The engineer gave me a box that has half the recording capacity of the one he removed, it no longer gives me sky in every room, I can't record it and ....... I nearly forgot sky is now PINK.

So far today I have made 4 phone calls, which doesn't seem like a lot but this took about 3 hours (did you see the episode of friends with Phoebe on hold??)

- the engineer who was supposed to call never arrived - skydon't have a telephone department to deal with complaints and apparently the call centre staff have no supervisers!!!

I'm an ex TV aerial and Sky engineer (independant retailer).

The box should definately be replaced for the same model you had before you should push for that.

The reason you can't record is that the engineer probably didn't match your card properly to your new box and thus your box/card combo will be invalid for your subscription.

The reason you cant get the TV around the house is that the engineer didnt set the RF modulator to the same frequency as your old one (or maybe he didn't even connect the RF2 lead in at all).

The reason that your sky is pink is most likely that the scart lead hasnt been pushed in properly or that one of the pins has been pushed in due to incorrect insertion.

To get action from sky, as soon as you get thru to customer services, say you are ringing to cancel, they will then put you through to "customer retentions" who will bend over bacwards to keep you as a customer, this would also be a good time to try negotiate a better deal and save yourself some money to boot.

As previously advised, dont ring the 0870 number, get an alternative number from saynoto0870.com as the bills will hurt.

Maybe at least armed with some of this info, you will get this sorted out more quickly and most importantly, save some money.